IT Service Delivery Lead, DXC Technology
Office located in Rijswijk, NLD
IT services and consulting company
Open for applications
IT services and consulting company
1001+ employees
Open for applications
Office located in Rijswijk, NLD
1001+ employees
Company mission
To use the power of technology to build better futures for customers, colleagues, environment and communities, help their customers deliver business impact, and to be the employer of choice.
Role
Who you are
- Strong knowledge of IT service management and application domains
- Proficiency with IT service management tools (e.g., ITSM, MS-Teams)
- Experience with root cause analysis (RCA) and incident/problem resolution
- Understanding of change management processes and best practices
- Proven experience in incident, problem, and change management
- Background in coordinating with cross-functional teams and third-party vendors
- Experience in the public sector or with large, complex IT environments is a plus
- Excellent verbal and written communication skills
- Strong stakeholder management and relationship-building abilities
- Ability to effectively communicate technical issues to non-technical stakeholders
- Ability to take ownership and drive issues to resolution
- Strong organizational skills with attention to detail
- Proactive mindset with a focus on continuous improvement and customer satisfaction
- Ability to work under pressure and manage multiple priorities
- Flexibility to provide 24/7 on-call support on a rotational basis
- Commitment to maintaining a stable and secure IT environment
What the job involves
- The IT Service Delivery Lead (SDL) is a pivotal role responsible for ensuring the smooth and efficient delivery of IT services to the client
- Each SDL oversees a specific domain of the applications/clusters and acts as the primary point of contact for addressing requests, incidents, and issues within their domain
- The SDL is entrusted with the knowledge and authority to manage, coordinate, and resolve these matters, ensuring that all service levels are consistently met, risks are managed, and customer satisfaction is continuously improved
- Incident and Problem Management: Manage, coordinate, and resolve all incidents and problems by leveraging DXC teams and the partner ecosystem. Take ownership of critical incidents (P1/P2) and drive them to resolution, ensuring timely communication and escalation as necessary
- Support Coordination: Act as the main liaison between DXC, partner teams, and the client’s IT and business users, ensuring clear and effective communication. Utilize tools such as MS-Teams to gather the required teams and coordinate the resolution of tickets
- Documentation and Improvement: Develop and maintain comprehensive documentation for problems and solutions to prevent recurring issues and enable faster resolution times. Advise the client on potential service improvements and implement approved changes
- 24/7 Support: Provide round-the-clock support on a rotational basis, ensuring that all relevant services are covered. Maintain a proactive approach to issue resolution, focusing on minimizing business impact and enhancing customer satisfaction
- Change Management: Assume ownership of complex and non-standard changes, applying application expertise to drive successful implementations. Approve changes within the production environment and consult on technical reviews of complex change requests
- Relationship Management: Build and maintain effective relationships with client representatives, ensuring their expectations are consistently managed and met. Participate in relevant meetings and contribute to DXC’s internal account delivery review meetings
- Governance and Compliance: Ensure adherence to governance frameworks, performance metrics, and compliance standards. Drive a zero-defect/zero-outage mentality within the delivery teams, including third-party vendors
- Meeting Run and Change SLAs
- Managing and mitigating service risks
- Enhancing customer satisfaction
- Ensuring faster response and resolution times
- Maintaining a stable environment and a zero-defect mentality
- The Service Delivery Lead (SDL) plays a crucial role in ensuring the reliability and efficiency of IT service delivery to the client, driving continuous improvement and maintaining high levels of customer satisfaction
Our take
Formed in 2017 as part of a merger with Computer Sciences Corporation, DXC has swiftly developed into a global leader in the digital transformation space, providing IT services to numerous enterprise businesses, including over half of FTSE 500-listed companies. Operating across diverse fields such as aerospace, banking, life sciences and transportation, DXC offers a full suite of data analytics, cloud technology, IT consulting and cybersecurity services to help support modernisation in almost any sector.
DXC’s rapid expansion has led to some teething problems. After a rash of large acquisitions shortly after its founding (Tribidge, Molina Medicaid Solutions and Luxoft to name just a few), DXC then went through a period of restructuring, reducing its headcount in some of its markets to allow it to compete with rivals in the IT consulting space such as Deloitte. This has paid off as DXC has returned to profitability after several years of operating at a loss while it consolidated.
DXC had a major PR win in 2022, partnering with Manchester United to be its sleeve sponsor and to help drive the club’s digital transformation. DXC is planning to move forward with a back-to-basics focus on its cybersecurity offering and is seeing major growth in this sector. It is also focusing development on its DXC Platform X technology, having formed a partnership with Dynatrace in 2022 to improve its speed and efficiency.
Freddie
Company Specialist
Insights
Few candidates hear
back within 2 weeks
Company
Company values
- Deliver: We do what we say we are going to do.
- Do the right thing: We act with integrity.
- Care: We take care of each other and foster a culture of inclusion and belonging.
- Collaborate: We work as a team - globally and locally.
- Community: We believe in stewardship and building a sustainable company that supports our communities.
Company HQ
Ashburn, VA
Articles
Leadership
Mike Salvino
(CEO, not founder)President, Chairman and CEO of DXC Technology. Was previously Managing Director at Carrick Capital Partners. Before that was Group Chief Executive with Accenture and Global Sales & Accounts Co-Leader for Aon Hewitt.
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